< Previousaccept that testing and measuring is the best way to ensure customers re- ceive what they pay for, you can see it in their face, and it’s like a light bulb goes off. Shiveley adds that training and education go beyond just their best customers. “It certainly is in our best interest to focus on those guys who’ve been prop- erly trained and certified. But we also need to serve other contractors as well. We try to help those contractors under- stand the importance of training and get them more involved in it. The mis- sion: to try and get them into practic- ing high-performance HVAC service and installation delivery.” COVID-19 & THE SUPPLY CHAIN Joe Kelly, Behler-Young’s senior vice president, says their management team meets regularly to discuss the short and long-term business outlook. “It’s not like we are prescient,” he says, “but there are indicators that help us decide how to respond to mar- ket issues before they happen. With COVID-19, we managed to put our- selves in an inventory position that was significantly better than our peers in Michigan. Our inventory is up 40% year over year. We are fortunate to have been in that position before the pandemic blew up and things locked down. Still, maintaining that size of in- ventory has been a challenge. “Tony Pino, as a product manager, is out there acquiring products from our manufacturers, and he has two peers that do that as well. Today we are also going to nontraditional resources to find products that our contractor cus- tomers need. “We’re leveraging the strength of our of a high-performance approach to HVAC comfort delivery is more criti- cal than ever. He says that contractors who are NCI trained and certified are vital to his company’s future. “They are better organized, focused, and prepared to deliver to custom- ers what they want: Comfort. Peace of Mind. Efficiency. To do that, they must test, diagnose, and resolve issues beyond just the equipment. That leads to more sales. “High-Performance contractors will usually get more work because they are building amazing reputations in the marketplace.” But there are challenges. According to Behler-Young’s Tony Pino, training the next generation of contractors is one of the biggest. He says that means convincing owners to invest the “lost opportunity” time to put techs into classes, to pay them more when they reach certification levels, and more. Kelly adds that partnering with or- ganizations like NCI – “whose courses and the training are among the best in the industry — is the key to tomorrow. “They bring best practices to con- tractors, which reinforces and com- pletes the message that we’re trying to send with our internal training and education.” Simply stated, at least with distri- bution outfits like Behler-Young and Comfort Air, delivered performance is a big part of tomorrow: from a distrib- utor and contractor standpoint. relationship and size with our current manufacturers, and we’re also rethink- ing our strategy.” “This means today we need several sources to have some level of securi- ty for our contractors and their cus- tomers going forward,” Kelly says. “The good news is that other suppli- ers have stepped in to help fill voids where they can.” At Comfort Air, Michael Shiveley says they took a slightly different path. “Management at Comfort Air antic- ipated supply issues and pre-ordered a large inventory to meet the needs of our contractor customers. We did this through a strong partnership with our manufacturer, and we did not go out- side that partnership for equipment. “With product lead times being what they are, sometimes months, pre-or- dering the way we did saved our bacon and helped our customers.” Kelly says, “With the shortages, we suddenly had many new best friends who want to buy. But we can’t sell to everyone right now. “We must learn to say no, and we take care of those who brought us to the dance – our existing customers. And that’s probably been one of the most challenging things to manage over the last 18 to 24 months.” PREPARING FOR TOMORROW When it comes to the future, the dis- cussion returns to training. At Com- fort Air, Shiveley says the importance 10 NOVEMBER 2021HIGH-PERFORMANCE HVAC TODAYNOVEMBER 2021 11HVACTODAY.COM12 NOVEMBER 2021HIGH-PERFORMANCE HVAC TODAY with a specific eye on heat pumps for space heat- ing and how you -- as a contractor -- can help cus- tomers who want to switch to navigate the poten- tial pitfalls. HOW WILL SWITCHING IMPACT CUSTOMER BILLS? ISN’T ELECTRICITY EXPENSIVE? Nationwide, electricity is more expensive than gas per unit of energy from the meter. This price discrepancy is largely offset because heat pumps are about three times as efficient as furnaces as they produce more heat with less energy. On average, the energy costs for heating with a heat pump versus heat- ing with a gas furnace are about the same. In some areas, folks will save a lit- tle money. In other ar- eas, they’ll end up paying more with a heat pump, depending on electrici- ty, gas prices, the climate, the construction of their home, and other nuances. Heat pumps are not a slam-dunk energy effi- ciency measure that will pay for themselves in a couple of years. Natural gas prices will likely increase more quickly than electricity going forward, so the monetary bene- fits should improve. That said, most customers wanting to switch to a heat pump will do it for other reasons like environmental benefits or the opportunity to gain air conditioning if they didn’t have it before. When discussing a potential electrification job with a customer, be sure you have your message T here is a growing trend in some areas of the U.S. to “electrify” homes by getting rid of gas appliances and replacing them with high-efficiency electric alterna- tives. These efforts tend to be concentrated in the same areas where climate change concerns are top of mind, and that’s no coincidence. These are the same areas where decades of accommodative policy have allowed cleaner sources of electricity to outpace fossil fuels like natural gas, coal, and oil for electricity production. This grid cleanup has made it possible for buildings to reduce their carbon footprint by switching from com- bustion to electricity for cooking, water heating, and space heating. Poli- cymakers in these areas have recognized this and are making a big push for building electrification, especially in homes. At face value, en- couraging the switch to electricity seems like a no-brainer to policy- makers trying to figure out how to curb emissions. With efficient elec- tric technologies, homes in areas with a relative- ly clean grid can produce fewer emissions using electricity than by burning gas to heat their home, water, and food. As the grid shifts toward renewables like so- lar and wind, the benefits become even more sig- nificant. However, there is more to the story that isn’t at the forefront of these policy decisions. Let’s take a close look at some tough questions Utility Influences on High- Performance HVAC/Electrification By Ben Lipscomb, P.E. TECHNICAL Heat pumps are not a slam-dunk energy efficiency measure that will pay for themselves in a couple of years. Natural gas prices will likely increase more quickly than electricity going forward, so the monetary benefits should improve.NOVEMBER 2021 13HVACTODAY.COM ARE HEAT PUMPS AS RELIABLE AS FURNACES? Heat pumps have more moving parts and more complex controls than furnaces, so naturally, more can go wrong with them. The result is they don’t last as long on average. Proper routine maintenance is necessary to keep heat pumps working efficiently for as long as possible. It’s essential to make sure your customers understand this and offer a service plan with every heat pump you install. CAN HEAT PUMPS KEEP CUSTOM- ERS COMFORTABLE IN AREAS WITH COLD WINTERS? Heat pump technology has come a long way in recent years. In the past, most heat pumps couldn’t heat a home when outside air temperatures dropped below freezing and therefore required gas or electric strip heaters for backup. Equipment design improvements have lowered the minimum operat- ing temperature for most heat pumps. Some are designed especially for cold climates and can operate with high ca- pacity and efficiency even in subzero temperatures. Keep this in mind as you select equipment and look for units that pro- vide the best match for the climate in your area. It’s always best to eliminate the need for supplemental electric strip heat, both because it is expensive to operate and requires more electrical panel ca- pacity that may be in short supply in an electrification job. A good resource to find equipment that performs well in cold weather is the Northeast Energy Efficiency Partnerships (NEEP) Cold Cli- mate Air Source Heat Pump List (ncilink.com/NEEP). WHAT HAPPENS TO CUSTOMERS IN A POWER OUTAGE? In cold climates, heating can be the difference between life and death for your customers. Losing heat can also lead to broken pipes and catastroph- ic damage to a home; it’s essential to consider how your customers will heat right and don’t overpromise on utility bill savings. ARE HEAT PUMPS REALLY AS EFFICIENT AS THEY CLAIM TO BE ON PAPER? They can be if done right. Heat pumps are more sensitive to poor de- sign, installation, and maintenance than furnaces. They require more air- flow per Btu than furnaces, so you must pay careful attention to equip- ment and duct sizing when replacing an existing furnace. Heat pumps also need the proper refrigerant charge to operate at their design capacity and efficiency. To ensure customers are comfort- able and get what they think they are paying for, you must realize that sim- ple like-for-like box swaps won’t get the job done. You need to carefully consider the sizing and condition of the existing duct system along with the home’s heating and cooling loads to determine if upgrades are neces- sary or if there is an opportunity to downsize and use the existing ducts.14 NOVEMBER 2021HIGH-PERFORMANCE HVAC TODAY TECHNICAL sures and temperatures into account when charging the system. It helps you see the total impact, including on the airside. For in-person class infor- mation, go to ncilink.com/RefSP. The online live class information is at ncilink.com/RefSide z Duct System Optimization provides you with a close look at prop- er duct sizing and how to renovate a duct system so it will have the ca- pacity to handle the required air- flow for heat pumps. Training in- formation for the online live class is here: ncilink.com/DSOOL. For the in-person training, go to ncilink.com/DSO-IP z Residential System Per- formance provides a deep dive on field-measured system performance, so you have the knowledge and tools to prove performance in a heat pump retrofit. In-person class info is here: ncilink. com/RSP. Online Live class info is here: ncilink.com/RSPOL. The electrification movement is coming. It’s not a matter of when. You need to keep abreast of the activities in your local area and stay on top of what your local utilities are doing to incen- tivize consumers to make the move to all-electric HVAC systems. tractors are vital to the success of these utility programs. If you see an increased demand for heat pumps in your area, it pays to maintain a keen focus on performance, keeping in mind the specific nuances and complexities we’ve discussed here. Suppose you feel your business could benefit from additional training on some of these topics. In that case, I en- courage you to check out the following courses from National Comfort Insti- tute (NCI) to help you enjoy even great- er success in helping your customers make the switch: z Performance-Based Selling will teach you how to tailor your message to customers and give them confidence that you’ll help them avoid the poten- tial pitfalls of switching to a heat pump. Find more information on the in-per- son training here (ncilink.com/ PBS-InPerson) or the online live ver- sion here (ncilink.com/PBS). zAirflow Testing and Diagnos- tics will help entry-level technicians measure and learn the importance of proper airflow and duct sizing. The in-person class information is here: ncilink.com/ATD. Online, live class info is here: ncilink.com/ATDOL zRefrigerant-Side Performance helps you take refrigerant gauge pres- their home if they live in an area that regularly, or even occasionally, sees winter temperatures below freezing. How they heat their homes is espe- cially important if the area is prone to power outages. You can power furnaces with small portable generators, so dual fuel sys- tems with a furnace that can be man- ually or automatically turned on in an emergency can make a lot of sense. A wood stove or a gas fire- place that doesn’t require any electricity to operate might be an even better solution. Unfortunately, many utility pro- grams that incentivize heat pumps require eliminating gas furnaces and fireplaces and may even re- quire eliminating the gas service. If this is the case for any of your projects, consider recommending a whole-home generator to power the heat pump in an outage situation. Be sure to work with the electrician installing the generator to ensure it is properly sized. This is not just for the heat pump operating wattage and the rest of the home, but for the higher cur- rent when the heat pump first starts up. The specification you’ll want to look for is the Locked Rotor Amps or LRA for the compressor. Add this value to the rated Full Load Amps or FLA for the condenser and evaporator fans and multiply by the minimum voltage to get the minimum generator wattage need- ed to operate the heat pump safely. Energy efficiency policy in some ar- eas has led to utilities pushing for elec- trification of homes, including their HVAC systems. Many don’t realize that switching from a furnace to a heat pump is not as simple as it sounds. Highly knowledgeable and trained con- Ben Lipscomb, P.E. has more than 16 years of experience in the HVAC industry, including laboratory and field research, Design/ Build contracting, and utility energy efficiency program design. He is National Comfort Institute’s director of engineering and utility programs and may be contacted at ncilink. com/ContactMe .NOVEMBER 2021 15HVACTODAY.COM P art of being a High-Performance HVAC contractor is testing, diagnosing, and repairing poorly performing HVAC sys- tems. Have you considered everything that goes into HVAC system performance? A lot in this phrase must come together to make a system work like it’s supposed to, and it can be overwhelming if you forget the basics. Let’s take a simplified look at HVAC System Performance. I hope it helps you remember how special what you do is. Applying these ideas will help your customers better understand what sep- arates you from your competitors. HOW WOULD YOU DESCRIBE HVAC SYSTEM PERFORMANCE? How would you explain HVAC System Perfor- mance in one sentence? I believe you can sum- marize it as the finished results of your knowledge, craftsmanship, skills, and attention to detail. It’s what makes your instal- lations work better than others. Some in our industry assume that if you size and install equipment properly and then connect it to properly designed and tight ducts, you’ve done your job. Can it be this simple? The rubber meets the road when you verify your design. HVAC system performance testing gives you the ability to verify that your de- signs work. For decades, NCI (National Comfort Institute) studies have shown that when you take measure- ments on installed systems, the typical results across the United States show that the system op- erates at only 57% of the equipment’s laborato- ry-rated efficiency. This concept is unknown to many in the HVAC industry and especially to the average homeowner. Once NCI-trained contractors make system repairs, the results often show an immense im- provement in system performance. Many con- tractors report achieving nearly 90% of the equip- ment’s laboratory-rated capacity or better after completing system repairs. It’s almost impossible to get this level of improvement by only changing out equipment. The distinction between the equipment and the system is essential to recognize and one we of- ten miss. Let’s break the concept into two parts to simplify HVAC system performance: the HVAC system and performance. DEFINING THE HVAC SYSTEM An innocent assump- tion many in our indus- try make is that the HVAC equipment is the HVAC system. This belief cre- ates the misconception that all HVAC contractors have the specialized skills needed to install an HVAC system correctly. The same assumption also leads to the belief that ef- ficiency and comfort result from the equipment and have little to do with the installed system. Industry marketing has conditioned us to focus on equipment instead of other design and field conditions that make up the true HVAC system. This mentality is bolstered by the fact that anyone can use efficiency values such as SEER, AFUE, and other equipment-related ratings to HVAC System Performance Simplified By David Richardson MANAGEMENT16 NOVEMBER 2021 zProper refrigeration charge. Without testing to verify that these system components perform as in- tended, the results can be disastrous. A substantial loss in the equipment’s rated efficiency and shortened equip- ment lifetime often will result when we assume these components always function as designed. Think about this: you custom de- sign and build each system you install. YOU select each of its components. These qualities set you apart and es- tablish your brand identity. That is tremendous differentiation for you to capitalize on. MAKING A MOVE FROM EQUIPMENT TO SYSTEM Once contractors and technicians re- alize that HVAC equipment is an HVAC system component and not the entire HVAC system, they can address actu- al issues. This realization can empower you to get back to your roots of provid- ing comfort solutions instead of focus- ing on equipment replacement alone. Keep in mind, once you remove a piece of equipment from a laborato- ry environment and place it in some- one’s home, every variable the equip- ment was rated under just changed. If you don’t consider these variables, you typically can’t fulfill the promises made to a customer. THE RESULTS OF PERFORMANCE Once you understand the difference between the equipment and the sys- tem, it’s time to look at what makes it perform. It’s often easier to look at the results instead of diving into all the principles that drive performance. If everything works as it should, your systems will deliver the desired results. However, if the results aren’t there, it’s define the efficiency of the installed system. Through this lens, every- one in our industry ends up looking like they all offer the same product. That leaves a homeowner to decide between compa- nies with the lowest price or the nicest salesperson. Service techs ar- en’t immune to this thinking either. It’s common to see ex- ceptional techni- cians fail to solve problems ranging from freezing coils to tripped safety switches because they are focused on the equipment. The problem isn’t always a refrigerant leak or bad TXV (Thermal Expansion Valve). Instead, issues can be with other com- ponents, such as the duct system. VARIOUS HVAC SYSTEM COMPONENTS TO CONSIDER While mechanical equipment is a vital piece of the HVAC system, addi- tional components make a big differ- ence. Here are several to consider: z Properly sized and installed duct system z Duct insulation R-values zDuct tightness z Grille and register selection zCondensate drain and safeties zThermostat wiring/control set tings z Electrical wiring and breaker size z Refrigeration line sizing and installation HIGH-PERFORMANCE HVAC TODAYNOVEMBER 2021 17HVACTODAY.COM MANAGEMENT the heart of the Btu production pro- cess since Btus are the product the fac- tory delivers. There should be systems to ensure it runs at 100% of its capa- ble output or consider it inefficient and wasteful as with any factory. We can say the same about HVAC equipment. It doesn’t end there. Any factory that produces a product must have a dis- tribution system to deliver that prod- uct to its retail outlets. Btu distribution is the duct system’s role, and it deliv- ers the product from the Btu factory to the retail outlets. The retail outlets are the supply registers that deliver condi- tioned air to the building. There will always be losses in the distribution system, from the facto- ry to the retail outlets. The losses can include misplacement, theft, or lack of that unlock system performance. With- out them, the invisible traits of an HVAC system stay invisible. It is your job to make these traits visible and use them to ensure your HVAC systems perform as intended. For more resources on how to add these traits to your company, check out the PATH to Performance Series (ncilink.com/PATH) in High-Per- formance HVAC Today magazine (hvactoday.com). THE BTU DISTRIBUTION NETWORK My friend and colleague, Paul Wie- boldt, uses a retail comparison to sim- plify the HVAC system performance explanation. He teaches us to think of HVAC equipment as a Btu factory. It’s time to see which principle was over- looked. A well-performing HVAC system will provide energy-efficient comfort into a safe and healthy environment. If your systems consistently deliver these re- sults, there’s a good chance you’re do- ing the right things. However, if you can’t say your re- sults are consistent, consider the last time you measured and calculated the following: z Static pressures zAirflow z Temperature zBtus. For decades, NCI’s motto has been, “If you don’t measure, you’re just guessing.™” These measurements are the keys MANAGEMENT and temperature measurements to share these results. Like Amazon uses simple and easy-to-understand ways to show you they fulfilled their commitment, you can also prove to your customers that their HVAC systems deliver energy-ef- ficient comfort into a safe and healthy environment. ing things simple and easy for the cus- tomer. Like all companies, they make mistakes. But they do their best to make your experience a good one. I recently bought a phone case for my wife, and it wasn’t what she want- ed. I goofed. So, I got to return the phone case. Their process was simple, fast, and accessible. Once the return was complete, I received verification that everything was done and to my expectations. I knew what was happening through- out the process. Amazon verified they took care of me. Verification is also the best way to ensure your HVAC systems are fulfill- ing your customer’s expectations. You can verify the installation is a success and communicate it to your customers. Use your static pressure, airflow, tracking the product. When contrac- tors move beyond just addressing the Btu factory (the equipment), they see the entire distribution network’s ef- fect on the system. If the product never makes it to the retail outlets, the factory will eventually go out of business and shut down prematurely. CONSIDER THE AMAZON EXAMPLE Most of you reading this have prob- ably used Amazon to order something. Some of you may even be Amazon Prime members and subscribe to their other services. Amazon has fulfillment centers that make the distribution process as sim- ple as possible, focusing on providing exceptional customer service. They aim every upgrade they create at mak- David Richardson serves the HVAC industry as Director of Technical Curriculum/ Instructor for National Comfort Institute, Inc. (NCI). NCI specializes in training focused on improving, measuring, and verifying HVAC and Building Performance. If you’re interested in learning more about airside performance, contact David at ncilink.com/ContactMe or call 800-633-7058. 18 NOVEMBER 2021HIGH-PERFORMANCE HVAC TODAYgram, please contact us at 800-633-7058. LIVE FALL TRAIN- ING IS BACK AND STRONGER THAN EVER! Ladies and gentle- men – National Com- fort Institute (NCI) cutting-edge training is back. It’s live and in person. And it is better than ever. Now is the time to get your team ready for Fall and Winter. You will find all the training and expertise you need to solve customers’ comfort is- sues without guessing. NCI’s certification courses, like Duct Sys- tem Optimization and Combustion and Car- bon Monoxide Safety are scheduled through- out the U.S. Find out why NCI says, “If You Don’t Measure, You’re Just Guessing.™” Here is a list of just a few of the courses being held across the country: Duct System Optimization and Res- idential Air Balancing Certification Program z Nov. 9-11 in Houston/Jersey Village, TX z Dec. 14-16 in Milwaukee/West Allis, WI Residential HVAC System Perfor- mance & Air Balancing Certification Program z Nov. 2-4 in Union City/Atlanta, GA z Nov. 30 - Dec. 2 in Orlando, FL z Nov. 30- Dec. 2 in St. Louis/Earth City, MO z Dec. 7-9 in Philadelphia, PA. Commercial Air Balancing Training Program z Nov. 16-18 in Cleveland, OH. Plus there are many other classes in Combustion Performance and Carbon Monoxide Safety, Hydronic Testing, Ad- justing, and Balancing, and more. You can see the entire Fall/Win- ter in-person training schedule here: ncilink.com/ClassSchedule . Furthermore, don’t forget that it’s a perfect time to schedule On-site training in your place of business. On-sites let you train your entire team, from your own offices or training rooms. You can schedule that training for the times that work best for you. Want to learn more? Just go to ncilink. com/Onsites for more information. Oh yeah – don’t forget that NCI mem- bers can use NCI Bucks to help pay for that training. Learn more about the NCI Buck program and how to use it here: ncilink.com/bucks. GET YOUR NOVEMBER 2021 POWER PACK TODAY This month we provide you with more content focused on combustion safety. Some of the tools included each month may not normally be accessi- ble with your membership subscription package. However, you can access these tools through this Power Pack portal during the current month. Here is what the November 2021 Power Pack includes: z How to Perform Draft Interference Testing (Recorded Webinar) z Carbon Monoxide Visual Inspection Form (Download) z SafeMaxx™ Carbon Monoxide Test Report (Download) z Heating System Temperature Mea- surement Procedure (Download) z “Cold Feet?” Heating Postcard (Download). We think you’ll find these tools and training materials very helpful as you continue to grow your High-Perfor- mance HVAC business. Be sure to share your November Pow- erPack with your entire team. Go to ncil- ink.com/PwrPak to access it today. If you have any questions or are un- able to access any of the tools in this pro- 19 NOVEMBER 2021HIGH-PERFORMANCE HVAC TODAY NCI UPDATENext >